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HR Customer Care Specialist

The Coca-Cola Company

  • Location: Warsaw, Poland - POL
  • Post Date: 12/1/2018
  • Job Type: FULL TIME
  • Post End Date: December 17 - 2018
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Job ID: R-21030

Position Overview:

As Customer Care Specialist you will provide world class support for active and former Coca-Cola employees, serving as the main point of contact for all queries, e.g. regarding payroll and benefits processes, programs and policies and potentially other HR related on demand requests, including complex, sensitive and confidential inquiries received through any of the available contact channels mentioned above. Queries can come from employees based throughout Europe, Eurasia and Africa. Additionally, you will partner closely with HR and Finance Tier 2 teams for the respective regions in providing Tier 1 support related to processes and services. In this role you will be trained to become an expert on all HR related processes, Company tools, policies, procedures and business unit specifics, so that you will be able to identify any self-training gap, missing or wrong information in the Company documentation and/or processes that need to be optimized, and address these immediately as appropriate to ensure the gap is closed, reference materials are updated and/or processes are improved. You will analyze possible problems or issues and involve proper resources to identify root causes and help implement the right solution. In this role you will meet and exceed quality and productivity metrics while maintaining a constant focus on improving the Customer Experience and attaining high levels of Customer Satisfaction.

Function Specific Activities:

Key Responsibilities:

  • Ensure proper understanding of employee's needs or concerns.
  • Managing end-to-end employee cases.
  • Communicate with professionalism while building a trusted relationship to become the first and main point of contact for employees.
  • Conduct appropriate research and analysis according to each request.
  • Determine and provide accurate first-contact resolution and key on-demand data whenever possible.
  • Use right available tools and document all relevant information.
  • Set right expectations with employees and others involved regarding time required and authority and documentation needed to complete requests.
  • Follow up with respective parties involved when cases need to be escalated.
  • Ensure all service request are recorded in Salesforce (case management tool) as a case, ensure accurate and timely keying in of data.
  • If required to hand over a case to another team member, perform hand over with complete information and content in the case notes entered into correct and agreed queue.
  • Review and act on client feedback to help improve service delivery.
  • Deliver timely training to all new employees and new managers regarding HR related processes, tools and resources available, incl. keeping track of training history and help improve your team's expertise, by sharing relevant examples and best practices.

Payroll :

  • Respond to queries from employees regarding pay slips, salaries, and other payroll related questions.
  • Partner with Payroll team to gather information to be able to resolve Tier 1 cases independently. Benefits
  • Respond to queries regarding on-going benefits programs and Flexible Benefits.
  • Provide data for local benefits surveys if applicable.
  • Support Compensations & Benefits team to ensure communication channels (intranet and other internal systems and databases) are kept up-to-date of changes in benefit plans and programs, processes and tools.

Basic Qualifications:

  • Fluency in English and an additional language (French or Spanish)
  • Strong communication skills, oral and written, with natural ease in building sustainable relationships across various corporate functions locally and internationally.
  • Strong MS Office skills, especially Outlook and Excel; SAP and Workday knowledge a plus.
  • Prior experience in working with case management tools, ideally Salesforce will be a plus.
  • Excellent active listening skills.
  • Customer focus and service mind-set.
  • Strong problem solving and analytical skills.
  • Good time management and organizational skills with the ability to prioritize according to business needs and urgency.
  • Excellent follow-up skills.
  • Team worker attitude.

Job Requirements:

Years of Experience:

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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